Customer Support Specialist

pointofrental; Fort Worth (TX); Hybrid; USD 50,000 - 55,000; Full time

Benefits offered by this job

Medical/Dental/Vision

120 hours PTO

100% 401(k) matching

Job summary

Point of Rental is hiring a Customer Support Specialist to be the first voice for rental businesses using our software for reservations, inventory, invoicing, and payments. You will resolve issues via phone, email, and live chat, delivering fast, friendly answers so customers can serve their own clients efficiently.

Responsibilities include troubleshooting, guiding customers through fixes, and triaging complex issues to the right teams, while maintaining clear case documentation.

Qualifications

• Rental industry background required.
• Experience with SaaS products and POS platforms preferred.
• Clear, concise verbal and written communication.
• Calm, patient demeanor with frustrated customers.
• Excellent attention to detail and organized notes.
• Ability to juggle multiple channels and priorities.

Responsibilities

• Resolve customer questions and software issues across phone, email, and live chat.
• Troubleshoot common problems and guide customers through fixes in plain language.
• Triages and routes complex issues to the appropriate team and advocates for the customer until resolution.
• Follow up promptly and keep customers informed at every step.
• Document every case clearly in the ticketing system.

Skills

Rental industry

Software aptitude

Verbal communication

Written communication

Calm under pressure

Attention to detail

Multi-channel support

Tools

SaaS experience

POS platforms

Ticketing systems

Technical support

Job description

At Point of Rental, we value thinkers and tinkerers, helpers and sellers, and people who just plain make it fun to come in to work each day. We’re an international company, with offices in the United States, the United Kingdom, and Australia, but we’re run like a family business – the meetings are few, and the bonding opportunities are genuine. And though we’re in an industry based on the concept of taking items only as long as you need them before returning them, we’re fiercely committed to our people. We work with every member of our staff to help them become the developer/salesperson/trainer/wizard they always wanted to be. Bring us your best. We’ll make your best better.

About the Role

As a Customer Support Specialist, you'll be the first voice rental businesses hear when they need help with Point of Rental software, the platform they use to run reservations, inventory, invoicing, and payments. You'll resolve issues by phone, email, and live chat, giving busy rental pros fast, friendly answers so they can get back to their customers.

What You'll Do

• Resolve customer questions and software issues across phone, email, and live chat
• Troubleshoot common problems and walk customers through fixes in plain language
• Triage and route complex issues to the right team, and advocate for the customer until the issue is closed
• Follow up promptly and keep customers informed at every step
• Document every case clearly and completely in [ticketing system]

What You Bring

• Rental industry background: hands-on experience in equipment rental, party/event rental, counter sales, or rental yard operations
• Software / tech aptitude: experience with SaaS products, POS platforms, ticketing systems, or technical customer support
• Clear, friendly verbal and written communication
• Stays calm and patient with frustrated customers, and listens for the real problem
• Strong attention to detail and organized case notes
• Able to juggle multiple channels and priorities without dropping the ball

Nice to Have

• Experience using rental management software day to day
• Project management or analytical skills

Job Type: Full-Time, Exempt. Base Salary + Benefits (Medical/Dental/Vision), 120 Hours PTO, 100% 401(k) Matching (Up to 4%). M-F, Day-Time work schedule. Open to On-Site, Hybrid, and Remote Work Environments.

The base pay range for this position is $50,000 to $55,000 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, experience and training, skills, licenses and certifications, and education among other factors.

POR is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. POR is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.